Hot Desking

Owned by Kelli Higdon
Apr 23, 2024
2 min read

Hot Desking is a Call Center Edition only feature which allows one to use festival seating (where more than one agent sits at one desk at different time, or otherwise known as 'unassigned seating'), and allows these agents to log into the queue at any phone to which they are seated.

For example:

  • You have two shifts, an AM shift and a PM shift.

  • You have 10 phones, and 20 agents, 10 for AM, and 10 for PM.

  • You have 10 physical phones, to which you have already assigned to the AM shift.

  • You also have 10 virtual extensions assigned to the PM shift.

  • All 20 of your agents are within the same queue.

 

So, how does this work?

  • The AM shift would log into the phone, using the extension number that you gave them, by entering *54 (LI on the phone), their extension number followed by the # key, and the Password (Please see below for further clarification) followed by the # key.

  • They would then, be logged into that phone, and receive queue calls for their shift on that phone.

  • When they are done for the day, they then log off the queue using *56 (LO on the phone) followed by the extension number, and the # key. They would then be out of the queue.

  • The PM shift arrives, and they follow the same log in method, *56, the extension number that was assigned to them followed by the # key, the *Password followed by the # key

 

Clarification on the usage of the Password to log into the queue:

  • The Password is only valid during log in of the queue, if the following two conditions are true:

    • The extension has a voice mail box.

    • The 'Queue Pwd Required' is set to yes.

  • If these two required conditions are not true, then log in would only be *54, followed by the extension then the # key. This would log in that agent with the extension number that was entered. For example:

An agent with the two conditions being true, they would enter this, if their extension was 7000, and the voice mail Password was 1234:

(*)547000#1234#

So, it is *54, then 7000#, then 1234#

Without the Password for the same extension:

(*)547000#

So, this would be *54, then 7000#

  • To log off, is simply *56 and extension number in both cases, so it would be:

(*)56, then 7000#

The Password used for the queue log in, is the same that is set up to access the voicemail box assigned to the extension number.

 

Hot Desking allows the ability to have limited amount of phones, and seating but still allow the agents at the different shifts to be able to take queue calls, be monitored, and pull up reports based on the agent's extension number.

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